Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dropped off my truck for repair work on 7 Dec. with assurance that work would begin that day. As of 14 Dec. work has not begun and I have incurred rental car expenses. I told the business that I did not want to drop my vehicle off until they were ready to begin work. They assured me to have the vehicle in at 7 a.m . on 7 Dec. and work would begin. I dropped the vehicle off at approximatley 7:10 a.m. on the date agreed to. After being told I could not get a loaner I rented a car at my expense. The business should not promise to begin work and then let my vehicle just sit there. Rude, unprofessional, uncaring. They should get the lowest rating possible for integrity and customer service.

  

  Business Response

  Date: 01/12/2023

  We have looked into this complaint from Mr. ***** We diagnosed his transmission concern on his F150, ordered parts, and called him when the parts arrived to schedule the repair as soon as possible. We scheduled him for December 7th. There was an Expedition with transmission repairs that was planned to be completed on December 6th then it had some unforeseen issues that took longer than planned and we could not work on Mr. ****** F150 unit this one was complete and off the rack in order to start working on his vehicle. Mr. **** came to the dealership and voiced his concerns that we had not started on his truck on December 7th and we explained what was happening and told him that he is next in line and we would get to it as soon a possible. He decided to leave it here to get repaired at that time. We explained to him that warranty did not pay for a loaner vehicle because he had 56k miles and was out of the 36/36 bumper to bumper coverage and that the repaired would be covered under the 5 year/60k powertrain warranty coverage, but this does not cover loaner expenses. Mr. **** took it upon himself to rent a vehicle at this point.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18574855
  
  I am rejecting this response because:  If I had been informed that my truck, which was drivable, was still simply sitting in their lot waiting for a space on the lot I would have chosen to have driven it over the weekend that I rented a car in order to have transportation instead of just leaving it sitting in Ray Pearman's lot.  My communication with the dealership from the beginning of discussing the repairs was that I did not want to bring my vehicle in until they were ready to begin repairs.  Instead they simply left my drivable vehicle sitting in their lot.  I would have picked it up and driven it if I had known it was just sitting there.  My only concern would have been to just keep my place as next in line to go on the transmission repair rack, and I would have returned my vehicle when they were actually going to begin the repairs.  All the dealership told me was that I could not get a loaner.  Fine, if they should have told me to just use my truck over the weekend and return it when the rack was available to begin my repairs.  I think that *** Pearman's repair shop managers were irresponsible in not communicating my options and not informing me that had not even begun repairs.  I assumed the repairs were just taking a while -- not that they had not even started.  My complaint is that my vehicle sit in their lot for eight  (8) days when I could have been using it.  So I thought my only option if I wanted transportation over the weekend was to rent a car.  This was an unnecessary expense for me of around $200.  I think the repair shop management was basically irresponsible.  I don't really expect to be reimbursed for the rental expense, but I want other potential customers of Ray Pearman to know I think the repair shop managers are irresponsible, poor managers and uncaring of customer needs.
  
  Sincerely,
  
  *****************